1. Chris Meehan
Location Flexible
Availability Available forUKbased andoff-shore assignments
Salary Range £70 – £ 90k perannum
Day Rate £650 – £750 perday
Contact Details Email: meehanconsulting@hotmail.com;
Mobile:07973 229991
PROFILE
A senioroperationsexpert experiencedin multi-site global start-upandtenuredoperations within
captive and/orwithinoutsourcedpartners. Particularly skilledatprocessimprovementandchange
management, howeverhas provenabilitytooptimise general operationalcapability.
Experience includes:
 Contract riskand rewardsetting
 CustomerExperience, crosssell/upsell,
 Due diligence/selection
 RecruitmentandTraining
 QualityFrameworks
 Standardoperatingprocess(s)
 Rigour,controlsandcompliance
Demonstrable achievements includingsignificantimprovements in:
 Firsttime right
 Turnaroundtime/AHT
 CustomerSatisfaction/Experience
 Crosssell/Upsell
 Increase output/Fte reduction
My global experience hasbeengainedin the UK, India,PhilippinesandSouthAfrica withdefined
objectivesto deliverservice improvementswithinBlue chipcompanies,including verticalsIndirect
Procurement,Telecoms, Broadband, Banking(Personal FinancialServices) andentertainment.

2. July 2016 to present– BusinessConsultant,CustomerExperience,6 month contract for medium
sizedlocal mail order business
3 month career break followedby12 months Project Managementof BuildingRefurbishment
CAREER HISTORY
BP April 2012 to February2015
BP Indirect Procurement, Service DeliveryManagerEMEA
UK basedrole withresponsibilityforthe ProcurementOperation Centre (POC)whichwas basedin
India,providinganendtoendservice supportingthe IndirectProcurementManagers. Contractset
up within$1m thresholdsforthe procurementof goodsandservices,the processIncluded requests
to buy,source of supply, contractingandpayment.
Achievementsincludesignificantimprovementinall metrics –Turnaroundtime,Firsttime right,
standardisationof commonprocessandadherence andsignificantincreasedoutput.
BP Indirect Procurement,Processand Change Manager, EMEA, Americas
UK basedrole workingwithinthe Transformationteam, responsibilityforcreating,implementing
and facilitatingthe ongoingmanagementof change forIndirectProcurement,globally.
Achievementsincludethe creation,documentationandimplementationof aformalised change
managementprocess,includinggovernance board,decisionmakingcriterion,andautomated
requestforchange and postimplementationreview exercise.
Insightnow July2011 to January 2012
Lead Consultantona numberof shortterm assignmentstoevaluateandimprove customermetrics,
on and off shore.
Barclays PLC February2010- December2010
DC IndiaCustomerImprovementand Quality Manager
BasedinIndiawithresponsibilityforCustomerSatisfaction/Experience resultsin 2sites(1000+ Fte,3
service lines) inIndia,1outsource operationand1 captive
Responsibility foraudit,rigourandcompliance activities across2 operations.
Achievements
• 2010 External Auditpassedforbothsites,noobservations.
• Customermeasuresimprovedfromnegative (-20) toachieve target(76) on advisor
satisfaction andcall satisfaction
• Creationandimplementationof internal customercapabilitymeasure,resultinginan
improvementfrom0%capabilityto35% capability

3. • DC Indiaperformance onresolution(FCR) increasedfrom5% to 60%
T Mobile January 2008- July 2009
Directorof Offshore Accounts
Overall responsibilityfor4thirdparty operations(1200 heads) inIndiaand Philippines,directline
managementof 3 PartnerManagers and3 Partnerco-ordinators.
Procurementactivitiesforstart-upof twonew partnersinPhilippineseg; sourcingof supplier(s), due
diligence exercises, contractmanagement.
 Successful transitionof inboundvoiceactivitytotwonew suppliersinPhilippines(500
heads)
 ImprovementinCustomerSatisfaction ratings(from -20% to40%)
 FCR ratesincreasedfrom 63% to 70%
 ReductioninincorrecttransferstoUK (from1,500 callsto <100 permonth
 Increase incustomercall back rate (from65% to 99%)
Insightnow June 2007- December2007
Lead Consultant, TalkTalk
Leadershipof anumberof consultantsona 6 month assignmentto complete adue diligence
exercise acrossthirdpartysuppliersinIndiaandSouthAfrica alongwithcaptive centresinUKand
SouthAfrica.
Create and presentbackgap analysisandobservational report.
Designandbuildanimprovementplansbasedtoincludemanagementstructure,facility,softand
technical trainingplan,processimprovement.
3 UK July 2004 – April 2007
UK BusinessLead/QualityandCustomerSatisfactionManager
Interface betweenUKbusinessandcaptive contactcentre in India(3000+ heads).
Identifyprocessimprovements,service gapsand trainingopportunities,create improvementplans
and implementcorrectiveaction.
MM Group June 2003 – Nov 2003
Headof Operations
Short termcontract with accountabilityfor3outsource operations(600 heads),bureauand
dedicatedservice forapproximately100clients.
Directline managementof the 3 site heads.

4. Orange January 1994 – June 2003
Several middleandseniormanagementlevelrolesinContactCentre management, (voice andnon-
voice).
Middle andseniorproject,process andchange management roles.